Frequently Asked Questions

Most frequently asked questions

Am I eligible to use a Family & Friends Railcard?

A: Any adult can buy a Family & Friends Railcard. To use it, at least one of the group travelling must be named on the Railcard and there must also be at least one child travelling on a child rate ticket. The named Railcard holder must travel for the entire journey with any passengers who have been bought discounted tickets.


Can I buy a Railcard at a rail station?

A: Yes. You can buy a 1-year Railcard over the counter at all staffed National Rail stations.


Can I buy tickets at a discounted rate before my Railcard arrives?

A: No. You must carry your Railcard with you on any journey where you have bought discounted tickets with the Railcard. Therefore, if you buy discounted Railcard tickets before you receive your Railcard, you do this at your own risk.


Can I use my Railcard for tickets for travel on the London Underground?

A: With your Railcard you can get 1/3 off a London Zones 1-6 Off-Peak Day Travelcard (subject to a minimum fare which is currently £8.30) and an Anytime Day Travelcard when bought as part of your journey to London from outside London Zones 1-9 (subject to a minimum fare which is currently £18.10).


Family & Friends Railcard Terms & Conditions

A: There are important terms and conditions that you need to understand before you use your Railcard. Please click on the link to the Family & Friends Railcard terms and conditions to read these:
 
Family & Friends Railcard - terms and conditions
 


How do I purchase or renew my Railcard online?

A: Simply select the "Family & Friends" option and the length of Railcard you wish to purchase and follow the onscreen instructions.
 
If you select a Digital Railcard then this will be available in most cases immediately and you will be given a Download code on your confirmation page and by email. If you select a plastic card to be sent by post your new Railcard will be despatched within one working day by First Class post. Please allow five working days for delivery. You will have the option of paying for Special Delivery which, providing you have placed your order before 1600hrs will guarantee that your Railcard is delivered the next working day (Monday-Friday). If you order after 1600hrs on Friday, or on a Saturday or Sunday, we will dispatch your Railcard on the following Monday for guaranteed delivery on the Tuesday. Please note that with the Special Delivery service there does need to be someone at the delivery address to sign for the Railcard.
 
Your Railcard cannot be collected from a rail station. You will not be able to travel on discounted tickets until you have your Railcard – you cannot use the printed confirmation of sale.


How long do I have to wait for my Railcard to arrive?

A: If you select a Digital Railcard then this will be available in most cases immediately and you will be given a Download code on your confirmation page and by email. If you select a plastic card to be sent by post your new Railcard will be despatched within one working day by First Class post. Please allow five working days for delivery. You will have the option of paying for Special Delivery which, providing you have placed your order before 1600hrs will guarantee that your Railcard is delivered the next working day (Monday-Friday). If you order after 1600hrs on Friday, or on a Saturday or Sunday, we will dispatch your Railcard on the following Monday for guaranteed delivery on the Tuesday. Please note that with the Special Delivery service there does need to be someone at the delivery address to sign for the Railcard.
 
You will not be able to collect your Railcard from a rail station. We add an extra week’s validity to your Railcard to allow for delivery time.
 
You cannot travel on discounted tickets until you have received your Railcard. You cannot use your printed out confirmation of sale to get discount. The Railcard is the only proof of entitlement to discount that rail staff are able to accept.
 


I have a promotion code to use towards the cost of my Railcard – it is not working. What can I do?

A: Please check that you have read each character of the code correctly. We do try to use codes that are easy to read, but occasionally applicants might confuse,
 
◦the letter “I” with the number “1”
 
◦the letter “O” with the number “0”(zero)
 
◦the letter “S” with the number “5”.
 
If any of these characters appear in your code please try their alternatives. If this does not work please call us on 0345 3011 654 and we will be able to check the status of the code you have.
 


What do I do if my Railcard is lost or damaged?

A: If you bought your Railcard online, you will need to get a replacement online. You can only apply for a replacement Railcard seven or more days after the date of original purchase.
 
You will have to pay a £10 administration fee if your Railcard was lost or damaged.
 
To apply for a replacement Railcard, please login to "My Railcard" select the Railcard you wish to replace and follow the instructions on screen.
 
If you bought it elsewhere, provided you can produce the completed "Receipt" portion of your original application form, then you can apply for your lost or damaged Railcard to be replaced at any staffed station ticket office. You will have to pay a £10 administration fee.
 
Until you have your replacement Railcard, we’re sorry but you will have to pay the full fare. The lost discount is not refundable.